Do we offer you support for ordering and delivery?

Yes of course! We offer support via phone, email, direct mail and online chat. Please visit the Contact Us page for full details.

What is FreshDesk support?

FreshDesk are our chosen support partners, powering our support and ticketing system. Our aim is to rapidly resolve any issues affecting you or respond quickly to your queries through a variety of channels, FreshDesk helps us to do this effectively.

What is our privacy policy?

You can view our full Privacy Policy here.

Are your personal details safe?

We do not store any of your personal details or payment information outside of our trusted payment partners (Paypal and Stripe).

Do we use your email address for anything other than Iris Glass communication?

No, we do not resell email address lists or allow anyone else to contact you on our behalf. We would love to send you our monthly newsletter with special offers and new products. You can join the Iris Glass newsletter at the bottom of the page.

Can you speak to someone directly to make an order?

Yes, you can call us directly to make an order, which can then be processed over the line. Please visit the Contact Us page for full contact details and numbers.

If you order more than one item will they be shipped together?

We will try to select the option with the cheapest delivery costs, unless you specify otherwise in the order notes.

This normally means that orders containing multiple items will be shipped together.

What are our payment terms?

We offer a number of forms of payment through our checkout. Through paypal and credit card payment, as soon as your payment has been confirmed, we will begin processing your order.
For direct bank transfers, we require confirmation of your payment before an order will be processed.

Is it safe to pay through the website?

We have tried to make our payment and checkout process as easy and secure as possible.
We use trusted and proven third party payment partners. We do not store your payment details.

Is our glassware shipped from Greece?

Yes, all deliveries are currently sent from Athens, Greece to all International locations.
We will send you a tracking number after ordering, allowing you to track the progress of your order.

How long does delivery take?

The production and delivery time varies depending on your location.
We believe in the value of handmade, and therefore production of your items takes place immediately after your order.
Normally, your order will be created and then posted 2-3 days after your order took place.

Are the glass items adequately packaged and protected?

Glass is both fragile and brittle. We package your order effectively in order to minimise any damage or breakage during the delivery process.

Can we deliver Internationally?

Yes, we can deliver Internationally. Costs vary depending on the location. Delivery costs can be seen upon checlkout.

What about import tax?

This also varies and is dependant upon your incoming customs process.
It generally varies on the type and value of the goods being sent. You may or may not need to pay additional duty.

Do we offer refunds?

We want to make sure you are completely happy with your purchase.

If you are not 100% satisfied with your Iris Glass product we will ensure that the return of the item is effectively processed or a replacement is provided.
The item can be refunded fully minus the initial cost of postage.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within one week.

What is our returns policy?

You can view our full returns policy here.

What happens if an item is broken or damaged during delivery?

If any part of your order arrives damaged or broken, we will do our best to replace it directly.

Simply email or send us a photograph of the broken or damaged item, including the original packaging.

We will resend the item where possible. On occasions we may ask you to cover part of the repostage costs, depending on the item.

If you cannot photograph the item and send the photo to us by email or post, please return the damaged item and it will be replaced.

What happens if you don’t receive your delivery within the stated time?

We will do our best to make sure your order reaches you on time. If something holds this up, we will get right onto the problem and ensure it is resolved as quickly as possible. If you are still not happy,
we will offer you a full refund.

Where is our workshop?

The Iris Glass workshop is in the centre of Athens, Greece.

How heavy are our glass creations?

Weight varies on the size of the piece and the material used. The large glass panels can be 30KG in weight. Glass is heavy!

Can we take accept large or bespoke orders?

Everything in the studio is handmade. We love the opportunity of creating something bespoke. Please get in touch via phone or email and we can discuss your project.

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